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The Genesys Cloud Architect / Sr Telecom Engineer is a senior technical leader responsible for the design, optimization, and long-term strategy of the Genesys Cloud CX platform. This role combines architectural ownership with hands-on engineering, ensuring a reliable, scalable, and high‑performing contact center environment.
Job Responsibility:
Lead the end-to-end architecture of Genesys Cloud CX, including voice, digital channels, routing, integrations, and analytics
Develop and maintain roadmap, standards, and best practices for platform design and evolution
Configure, administer, and optimize Genesys Cloud, including IVR, routing, and self-service workflows
Build and manage API integrations with internal and third‑party systems
Serve as Tier 3 escalation for complex incidents and participate in on-call rotations
Govern platform changes to ensure security, compliance, and alignment with IT standards
Partner with business and technical teams to translate experience goals into scalable solutions
Maintain documentation and mentor engineering teams on platform best practices
Other duties as needed
Requirements:
Bachelor’s degree in Computer Science, Telecommunications, IT, or equivalent relevant experience
At least 5 years of hands-on experience with Genesys Cloud CX, including administration, routing, and troubleshooting or other Contact Center Solution (Avaya Aura, Cisco Contact Center Enterprise (CCE) or Cisco Contact Center Express (UCCX) etc....
Strong expertise in VoIP technologies, SIP trunking, SBC console operations, and carrier connectivity
Familiarity with chatbot frameworks, speech analytics, and contact center processes
Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus
Exceptional problem-solving skills and a strategic mindset, coupled with the ability to execute technical solutions